Client Success Manager (CSM)

Client Success Manager (CSM) - Storage Division

The Client Success Manager (CSM) in Storable’s Storage division leverages their industry expertise in self-storage solutions and SaaS technology to align client business objectives with the functional capabilities of Storable’s storage-focused products. As part of the Storage division, you’ll collaborate across teams to enhance client lifetime value, foster retention, and build lasting partnerships specific to the unique needs of self-storage operations. This role ensures that clients recognize the value of Storable’s solutions and achieve their desired outcomes, maximizing their business performance within the self-storage sector.

Primary Responsibilities:

• Manage relationships with a portfolio of clients in the self-storage industry, driving product adoption, renewals, and satisfaction by delivering consistent value aligned with industry needs.
• Consult with clients on business goals specific to the storage industry and recommend customizations that maximize alignment with Storable’s solutions.
• Facilitate Executive Business Reviews to highlight Storable’s contributions to clients’ business objectives and demonstrate ROI within the storage sector.
• Monitor and analyze client usage patterns specific to the storage vertical to improve adoption and operational effectiveness.
• Serve as a liaison between clients and Storable’s Product and Engineering teams, providing targeted feedback based on the unique demands of the self-storage industry.
• Share industry-relevant insights and best practices across the Client Success team and the broader organization to strengthen the storage-focused solutions and approach.
• Use CRM and Client Success Platform tools to accurately track client interactions, progress, and key industry-specific objectives.
• Communicate overall client health, proactively escalating at-risk accounts to ensure client retention within the storage sector.
• Collaborate across internal teams to provide seamless communication, scheduling, and execution of initiatives tailored for storage operations.

Required Skills/Knowledge/Abilities:

• Proficient in Google Workplace (Gmail, Docs, Sheets, Slides, Drive).
• Experience with Client Success platforms and tools (e.g., Vitally, Gong) for tracking customer health and engagement in the self-storage industry.
• Strong presentation skills; comfortable leading group presentations and product demonstrations focused on the storage market.
• Ability to align self-storage business challenges with Storable’s product solutions, effectively communicating benefits to both technical and non-technical audiences.
• Strong client relationship-building skills, with a focus on self-storage-specific needs and client satisfaction.
• Proven ability to partner with clients in the storage industry, understanding their operational challenges and translating them into actionable product and process strategies.
• Understanding of SaaS implementations and how they support operational improvements in self-storage.
• Strong organizational and documentation skills, especially for industry-specific client follow-up and expectation management.

Preferred Skills/Knowledge/Abilities:

• 2 - 4 years of experience in Client Success, Account Management, or related roles within the storage or SaaS industries, with direct experience in self-storage a plus.
• Familiarity with SaaS solutions for storage, including knowledge of key industry challenges and improvement areas.
• Ability to analyze data, extract insights, and present recommendations with a focus on driving value in storage operations.
• Experience with project management elements, especially for initiatives aligned with storage client goals.
• Familiarity with storage-specific metrics like Net Rentable Square Feet (NRSF), Gross and Net Retention Rates, customer health, and product adoption rates.
• Ability to travel as required to client sites and company events, with a focus on self-storage locations.